Policies






Effective date February 1, 2017

Return Policy


Items may be returned for any reason or no reason subject to the terms below. A refund may be obtained up to a maximum of 30 days from the purchase date. (This is the RETURN PERIOD NOT THE WARRANTY PERIOD which is 180 days). ALL returns must have a valid proof of purchase and receive a RMA number in advance (click link here) and comply with shipping instructions.
1. All products returned for refund must be in new and sellable condition with no missing parts and with the packaging in good sellable condition, All returns will be subject to a restocking fee of 20% of the item price, unless we determine that there is a defect. The customer is responsible for all shipping costs (outbound and inbound).
2. If a product is visibly used or returned with damaged or missing packaging or parts or documentation, we may deduct additional amounts for the damaged or unsellable parts that need to be replaced. Wireless Whiskers will inspect and determine the condition of all returned products and our condition determination is final.
3. No refunds will be available for products that have suffered major damage or have been destroyed, unless they were received in that condition due to shipping damage and the customer notifies us within 2 days of receipt. Products whose condition has been misrepresented by the customer will be assessed for refund eligibility according to the terms of this policy.
4. If a product is received defective we offer to repair or replace the product (at our discretion) and pay for the cost of roundtrip shipping to locations in the USA and Canada. The customer may also return a defective product for a refund under the standard return policy detailed herein. If a product is suspected to be defective the customer agrees to cooperate with our service department to determine the cause (if any) of the defect. We need to ensure that a problem is not due to incorrect set up or use to avoid unnecessary returns of fully functional products. If a customer does not cooperate with the diagnosis of a suspected defective product then they will not be eligible for free return shipping from US and Canada locations and we will assess the condition of the product on receipt.
5. Refunds will not include shipping charges and the customer is responsible for shipping the product back (obviously shipping carriers will not refund their charges of completed services). All products eligible for refund must be received by us NO LATER THAN 30 DAYS FROM THE DATE OF PURCHASE - NO EXCEPTIONS. If any purchase included a free shipping incentive, then the actual cost of shipping will be deducted from any such refund. Any products that are returned without a valid RMA or sent to the wrong location will be disposed of (all returns must go to the RMA address, the warehouse location does not accept any returns).
6. Products purchased from third party sellers are subject to their return policies and must be returned according to their instructions. Contact your seller for details.
7. The feeder is being successfully used by thousands of pets and has had numerous independent reviews and testing by pet experts. We represent that the product will work as stated on our website for most pets, there may however be rare exceptions such as pets that are scared by the owner trying to force the pet to use the feeder, or by the noise of the motor or some pets that unusually interfere with the normal operation of the feeder or other undefined reasons. In addition the feeder is fully automatic and does not dispense in cups and is recommended for dry food. The feeder is designed to detect when a pet lowers its head at the bowl it does not detect when a pet has its head up or is not directly next to the bowl. The feeder is not designed for pets taller than 18 inches tall or more than 6 inches from nose to collar. The customer explicitly accepts that these circumstances do not override the terms of our return policy.
8. Additional terms apply to international customers click this link for details.

Warranty


Wireless Whiskers offers a 180 day limited warranty on all our products. In the unlikely event of malfunction or defects the product will be repaired or replaced (at our discretion) and the cost of labor and materials will be at no charge. Full details can be found in the applicable product manual on our FAQs page. Customers are responsible for the cost of shipping for warranty returns, unless it is within 30 days of purchase, then we cover roundtrip shipping to locations in the US and Canada at no charge. Warranty shipping costs to/from other international locations are at the customer's expense. For warranty repairs customer bears the responsibility for loss or damage during transit. Warranties apply only to the original customer and are not transferable or applicable to retailers, wholesalers or distributors. Products that are not covered under warranty may be returned for repair within 2 years of purchase. The customer is responsible for the repair cost and all shipping costs. Customer should inform our Service department of the problem in the RMA request.

Shipping and Delivery


For all orders we guarantee to deliver to the address given on the customer order. Orders over $50 will have a tracking number. Customer agrees that no signature shall be required for delivery and that package(s) may be left with any person at the receiving address, or if no person is available, the package may be left at the address in a location customary to the general practice of the carrier and that this will constitute delivery completion. Customer is responsible for all shipping charges and delays with respect to packages that are incorrectly addressed, forwarded or returned.

Order Cancellation/Refused Delivery


If a customer notifies us before we have fully processed an order we will do our best to intercept it, and if we can cancellation will be at no cost. Note however that in most cases we ship within hours on a typical business day, so it may not be possible to intercept an order. After an order is shipped you must request a RMA and return it according to our standard return policy conditions. Items that are returned without a valid RMA or if you refuse delivery will considered abandoned and will be disposed of. You will also be responsible for the additional return shipping and related charges for delivery refusal, so it is important that you fully comply with the RMA procedure.

Customer Service


We are an online business and all customer contact and support is provided online. We do not provide phone service - no exceptions. We do provide unlimited online customer and technical support by qualfied engineers. There is also product support documentation and video guides available on our website FAQs page. Email contacts will be answered within 1 business day or less. If you do not receive a reply, check your spam folder and verify the return email address you provided is correct. All contacts using the input forms will result in an immediate auto-reply email confirming receipt. The form gives you the opprotunity to check your message before it is sent. So do not forget to click the confirm/submit button. We always respond to emails so if you do not get a reply it is probably due to one or more of these issues.

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Privacy


At Wireless Whiskers we recognize that privacy of your personal information is important. We never sell your personal information to third parties. We do not store credit card numbers or validators on our website server. All credit card transactions are processed on the secure site of Authorize.net, the largest credit card processor in the US. We do collect name and address information necessary to deliver products and service or respond to your enquiries. This information is relayed to third party shippers, warehouses and associates as needed to supply requested goods or services. We may also use this information for general sales and marketing use.
We collect and use the data contained in log files, as do most other websites. The information in the log files include your IP (internet protocol) address, your ISP (internet service provider, such as AOL or Verizon), the browser you used to visit our site (such as Internet Explorer or Chrome), the time you visited our site and which pages you visited throughout our site. We also use tracking products such as Google Analytics. We do use cookies to store information, such as your personal preferences when you visit our site. This could include only showing you a popup once in your visit, or the ability to login to some of our features, such as forums.
We also use advertisers (such as Google AdWords) which use information including your IP address, your ISP, the browser you used to visit our site, and your devices capability so we can optimize your experience for display size and other features such as Flash video. You can elect to disable cookies or third-party cookies in your browser settings, or by managing preferences using adware programs. However, this can affect how you are able to interact with our site as well as other websites. This could include the inability to login to services or programs, such as logging into forums or accounts.
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